Manager, Incident & Problem Management, Infrastructure & Service Management

Prudential Hong Kong Limited; Hong Kong; On-site; HKD 1,000,000 - 1,600,000; Full time

Job summary

Prudential Hong Kong Limited is seeking an experienced IT Incident & Problem Management Lead to coordinate with vendors and drive ongoing and project-based infrastructure services. You will ensure service performance aligns with PCA policies and external regulations and lead major incident responses.

You will work in a multi-vendor, agile/hybrid environment, apply ITIL practices, monitor trends, and drive continuous improvement to enhance system stability and incident resolution.

Qualifications

• 10+ years in insurance/banking/finance domains with vendor/project management experience
• Strong ITIL Incident and Problem Management background
• Proven ability to manage major incidents in complex environments
• Experience coordinating with multi-vendor teams and stakeholders
• Familiarity with SLA/OLA metrics and service performance reporting
• Excellent written and spoken English and Chinese

Responsibilities

• Facilitate incident management processes to ensure timely identification, escalation, and resolution in line with SLA targets
• Lead major incident management (P1/P2) including cross-team coordination and post-incident reporting
• Drive root cause analysis and implement corrective/preventive actions
• Establish and enforce problem management practices to reduce recurrence and improve reliability
• Collaborate with infrastructure, application, and vendor teams to resolve complex issues
• Monitor incident trends and provide insights to improve stability and performance
• Support governance and audit requirements including SLA compliance and RCA timelines

Skills

ITIL

Incident management

Vendor management

Stakeholder management

Multi-vendor environments

Cloud/DevOps

Tools

ServiceNow

ITSM tools

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role is to coordinate and establish with the vendors and service providers in delivering the on-going and project-based Infrastructure services and driving the internal initiative projects. In addition, to ensure the compliance of the vendor’s service performance and align with the internal PCA’s policies and external regulations.

Job Responsibilities

• Facilitate incident management processes to ensure timely identification, escalation, and resolution of incidents in line with SLA targets
• Lead major incident management (P1/P2), including coordination across teams, communication to stakeholders, and post-incident reporting
• Drive root cause analysis for recurring or high-impact incidents and ensure corrective and preventive actions are implemented
• Establish and enforce problem management practices to reduce incident recurrence and improve service reliability
• Collaborate with infrastructure, application, and vendor teams (e.g., external service providers) to resolve complex technical issues
• Monitor incident trends and provide insights to improve system stability and operational performance
• Support governance and audit requirements, including SLA compliance, RCA timelines, and reporting standards

Job Requirements

• Minimum 10 years of working experience in insurance and/or banking and finance sectors with at least 3 years vendor management and/or project management experience
• Strong experience in ITIL Incident and Problem Management processes
• Proven ability to manage major incidents in complex enterprise environments
• Familiarity with enterprise systems, infrastructure, and application support models
• Experience working with multi-vendor environments and cross-functional teams
• Strong understanding of SLA/OLA frameworks and service performance metrics
• Excellent communication skills with ability to manage stakeholder expectations during high-pressure situations
• Strong analytical and problem-solving capabilities for root cause identification
• Ability to drive alignment across technical and business teams
• Effective decision-making and prioritization skills
• Proactive and resilient in managing high-severity incidents
• Strong ownership and accountability for service stability and outcomes
• Continuous improvement mindset with focus on preventing recurrence
• Collaborative and transparent approach to problem solving
• Ability to challenge existing processes to improve efficiency and effectiveness
• Experience working in Agile or hybrid delivery environments
• Familiarity with backlog prioritization for problem remediation initiatives
• Experience using ITSM tools (e.g., ServiceNow) for incident and problem tracking
• Exposure to Cloud platform, DevOps or SRE practices is a plus
• Good command of both written and spoken English and Chinese

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements. We are Prudential. For Every Life, For Every Future.

Prudential plc provides life and health insurance and asset management to 18 million customers across 24 markets in Asia and Africa. We are headquartered in London and Hong Kong and are focused on four strategic regions: Greater China, ASEAN, India and Africa. We are served by around 68,000 average monthly active agents and more than 200 bank partners. Prudential plc is not affiliated in any manner with Prudential Financial, Inc., a company whose principal place of business is in the United States of America or with the Prudential Assurance Company, a subsidiary of M&G plc, a company incorporated in the United Kingdom.

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